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I used an bonus from casinofriday.com, which gave me 100 free spins wager free. I won 68 euros from it after that I was banned from the casino and refunded my intial deposit without the winnings.

I wasnt informed that I had to play the wininnings it was wager free.

Therefore this is unfair and casinos cant just claim their winnings back since I didnt play the winnings it was wager free.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with CasinoFriday.

Please allow me to ask you a few questions so I can better understand the situation.

• Do I understand correctly that the bonus you activated and played was the casino's welcome deposit bonus?
• What games did you play to accumulate your current balance in the casino?
• Could you please specify the date of the incident?
• Was your account verified? Have you already received your deposit refund?
• Could you please share a screenshot or a link to the bonus you activated and played? Send the information to my email at tomas@casino.guru

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Do I understand correctly that the bonus you activated and played was the casino's welcome deposit bonus?

I was given it by the casino for signing up. https://www.casinofriday.com/fi/kampanjat/tervetuliaistarjous it was free money basically.

What games did you play to accumulate your current balance in the casino?

I played roulette to wager 1x my deposit since I was grateful for the winnings.

Was your account verified? Have you already received your deposit refund?

Yes I verified my account automatically by using pay n go featurw which logged me using my Bank ID.

Could you please share a screenshot or a link to the bonus you activated and played? Send the information to my email at tomas@casino.guru

I sent the link above you can check the terms.

I would like to add that there was no rule relating to how should i bet nor a way to reject the bonus.

Thanks for your reply.

When playing roulette with your real money, have you played with low risk, for example, by betting on both black and white?

Please let me know

I wouldnt say I bet low risk, I would say I had an risk of 25% of going ruin.

I wouldnt have bet low risk if I had known I couldnt do that? Or if strageties were prohibited.

Dear marya,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo (jakub.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear marya,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from CasinoFriday to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear CasinoFriday,

Could you please provide a comprehensive explanation of this case, including the specific reasons behind the confiscation of the player's winnings? A detailed response will help us ensure a transparent and fair review of the situation.

Thank you in advance for your cooperation.

Best regards,

Kubo

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

We have observed the player's gameplay involved low-risk betting on Roulette designed specifically to circumvent bonus wagering requirements without risk. Additionally, the player's account was found to be linked to other users via a shared IP address/fixed line.

We want to highlight the following terms and conditions that have been breached:

§10.1 Only one Account per person, household, IP address and computer device is allowed. Creating multiple user accounts may result in termination of the accounts and suspension of any withdrawals. If two or more users share the same household, IP address and computer device, the users need to inform us. You shall not provide access to your account or allow any third party use of the website including but not limited to minors. Any withdrawals, winnings or bonuses which you have gained or accrued during such time as the duplicate account was active may be reclaimed by us, and you undertake to return to us on demand any such funds which have been withdrawn from the duplicate account. Should we decide to leave one account open, it will be the first account that you opened with us and to which your remaining deposits, if any, will be transferred. We will deduct an administrative fee of 10% (but a minimum administrative fee of thirty Euro (€30) or equivalent in your local currency) for every other account you opened in breach of these terms, as well as any other deductions that may apply in accordance with the provisions of these terms and conditions.

§17.1.8 You must not engage in any activity which is intended to take unfair advantage of a bonus. In the event of a breach of this requirement, CasinoFriday reserves the right, at its sole discretion, to terminate the promotion at any time, to void any wager funded by the bonus and remove any winnings from such wager.

In accordance with these terms, the player's winnings have been invalidated. However, we have successfully refunded the initial deposit to the original payment method used for the transaction.

Yes, first of all I would like to mention that creating accounts in Finland is not easy at all as I need to log in with my social security number.

I would also like to mention that I use public wifi alot as I do not have mobile plan. The TOS didnt mention anything about public wifis?

How can I "void wagering" when theres no wagering other than deposit wagering. I think thats unfair since the winnings ARE wager free.

Theres no rules on how should I wager my deposit? I think the rules unclear that I canr wager on roulette. You guys still had an edge for me to go ruin and lose my balance.

Dear CasinoFriday,

Could you please elaborate on the allegations concerning the alleged unfair advantage and also provide evidence substantiating the claim that the player created multiple accounts?

You may share any relevant supporting information directly to my email address at jakub.m@casino.guru.

Thank you for your cooperation.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

we'd like to refer to our last comment from the 18th of December. In accordance with the terms breached, the player's winnings have been invalidated. However, we have successfully refunded the initial deposit to the original payment method used for the transaction.  The player has been made whole regarding their own funds.

Additionally, we have sent further details regarding this complaint to  jakub.m@casino.guru on Tue, 30 Dec 2025.

Dear marya,

Following a thorough investigation and review of the information provided by the casino, we regret to inform you that we are unable to uphold your complaint.

From our perspective, your gameplay style (while unusual) did not raise concerns regarding the gaining of an unfair advantage. However, the presence of multiple accounts created within a similar timeframe, combined with closely matching deposit amounts and gameplay patterns, raised serious concerns in relation to the casino’s Anti-Money Laundering (AML) policy.

Given these circumstances, we must support the casino’s decision and consider their actions to be justified. Consequently, your complaint has been rejected as unjustified.

Thank you for your understanding. We are sorry that we could not provide a more favorable resolution in this case. Should you encounter any further issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We remain at your disposal and are always here to assist.

Best Regards,

Kubo